Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Thank you for everything!
Sincerely,
[redacted]
Complaint: [redacted]I am rejecting this response because:
Genevieve,
Let’s go over a couple things here. I am glad that you are finally responding after my submission to the Revdex.com- my wife and I both got an email, phone call and notification from Revdex.com that you sent a message. Next, I stated to you and your assistant that I am taking over this, and my wife will no longer be dealing with you. On to your supporting documents- I know what the cancellation requirements are and I obviously know what transpired in the emails between you and my wife. Next is your attachment/supporting document. Nowhere on there is my name nor my signature. I have no copy of anything I signed, and while I was signing up along with my wife I was never briefed about anything. Which, to me, is a huge shortfall in customer service, especially with so many stipulations floating around in your documents. Which, by the way, where is the rest of it? As I said, I don’t have anything.
How would it be out of policy to count visits logged on the guest register if there is no other way to prove someone checked in? Please enlighten me. Looking into the email logs I have between you and my wife, the cancellation was dated to 26 Aug, which in turn was dated to the end of the month (per what you said in the email). As to my understanding this still puts us in our window for the guarantee. To answer your question that you personally emailed me- no, we did not intend to join to just cancel. We tried it out and it ended up that we just didn’t need the membership any more. Now some extra information in regards to the number of times we checked in. I personally never signed into anything (paper log), I gave the front desk my name and they let me in prior to having my card and then I used my card when I had it. As I said before, I had problems getting in with it. I don’t know what kind of discrepancy that creates nor did I care at the time. I can tell you that I went to the gym plenty of times, usually to do two-a-days. As in, I worked out on base in the morning and then again at the Wasilla location in the afternoon/evening. Asking me for a window of time I did this is going to lead to a convoluted response- I work out 5-6 days a week. If you need written and signed documentation from my friends/co-workers to the validity of that statement I can provide that and it is the best I can do. I cannot speak to the exact dates my wife went, other than it was very early in the morning before she went to work. I do know she did this for a few weeks within the first to second month of our membership.
As for you canceling the membership without the required check-ins and how you can’t approve it, I can copy paste some of the other arguments on Revdex.com where you did approve it. My last comment is about your membership agreement. If a person, or people, want to cancel because they found they didn’t have enough time to go to the gym then they should be able to cancel. A person shouldn’t be told they have to check-in so many times just so they can cancel. I’ve never seen that at any other gym I’ve been a member with.
Sincerely,[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
Dear [redacted],
First, I would like to apologize for the delayed response to your complaint. I do see in our records your son called our Member Accounting office on 11/4/16 to inquire about cancelling his membership. Our representative noticed he purchased a month to month...
membership that comes with a 60 day notice in writing to start the cancellation process and sent him an email to reply to with his request to start the cancellation.
As a reference, I attached both pages of his membership agreement that includes our Cancellation Policy, found under Article VII. Termination of Membership, Section 1.
I do apologize for any misunderstanding that may have occurred when your son purchased this membership.
In an effort to come to a reasonable resolution to your concerns, we will cancel your son’s membership effective immediately and clear the outstanding balance on his account.
Sincerely,
Genevieve A[redacted]
Member Accounting Manager
Hi [redacted],Thank you for your patience while I looked into your complaint. I attached copies of your original forms as a reference to the agreement between you and The Alaska Club.I see that when you purchased your membership, your employer at the time also had a Corporate account with The...
Alaska Club and authorized your monthly membership dues to be billed to their account. At any point in time, if an employee/former employee is removed from a Corporate account, the financial responsibility is placed back in the member's hands. It looks like we started billing you directly for the membership as of January 2017.Your agreement also comes with a 30-day notice in writing to start the cancellation process of your membership after fulfilling your minimum 12-month commitment. Unfortunately, it doesn't appear that we received a written notice from you to cancel your account, explaining why you have continued to be charged for the membership after being removed from the Corporate account Dec. 2016.However, in an effort to help resolve this, I have approved to cancel and clear the outstanding balance on your account. If you receive any correspondence from The Alaska Club after today, please disregard. Thank youGenevieve A[redacted]Member Accounting Manager
Dear [redacted],Thank you for your concerns and for your patience while we look into this further. Our records indicate that we placed your membership on medical leave of absence indefinitely, based on the medical letter we received on 8/5/14.The 12-month addendum also states...
the following: "The doctors certification must specify the reason and length of time for any exercise restriction. Conditions that are of indefinite or undetermined duration or that are for a period of time less than the remainder of the initial term will qualify for a medical leave of absence and not cancellation. The membership shall be responsible for all dues and fees incurred prior to receipt of the written doctor's order."Based on your medical note dated 5/22/14, it reads: "Please allow for non charged gym membership or allow for cancellation until pain is better controlled and patient can return to gym without further injury with physical therapy guidance." This does not provide any time restrictions of your condition, therefore; it qualified you for a medical leave of absence and not cancellation. Some of the other documentation you provided were dated prior to you purchasing this membership.However, to help resolve this matter, our management team is in agreement to cancel your membership effective 4/1/15, and a total refund of $54.26 will be processed back to your credit card. I have submitted a request to reverse the pending draft for August so the charge does not go through.Hoping for a speedy recovery and we wish you well in all your future fitness endeavors!Warm Regards,Genevieve A[redacted]Member Accounting Manager
Dear [redacted],
I'm very sorry to hear of your experience. I have forwarded your complaint to our General Manager that oversees the Eagle River location for further review.
Our members are essentially agreeing to providing our establishment with an advanced 30 or 60 day notice in writing to...
begin the cancellation process of their membership, but I'd be willing to allow a one-time exception to waive your notice, based on the events described above and your length of time as a member.
Unfortunately, the draft has already been scheduled to be processed through your bank account on 11/7/16 and irreversible. A full check refund for your November charge should be processed and mailed to you within the next 2 weeks.
Sincerely,
Genevieve A[redacted]
Member Accounting Manager
[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
Dear Mr. [redacted],
I've reviewed your concerns and have addressed them with my staff to insure that our member requests are being responded and processed in a timely manner. We strive to meet this expectation and unfortunately, we did fall short with the service that was provided to you.
I...
would like to apologize on behalf of our Accounting department for the time and effort you spent looking in to this.
I do show that a refund has since been processed back to your card, but if your records do not reflect this refund within the next 1-2 business days, please feel free to contact me directly.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Thank you for everything!
Sincerely,
[redacted]
Complaint: [redacted]I am rejecting this response because:
Genevieve,
Let’s go over a couple things here. I am glad that you are finally responding after my submission to the Revdex.com- my wife and I both got an email, phone call and notification from Revdex.com that you sent a message. Next, I stated to you and your assistant that I am taking over this, and my wife will no longer be dealing with you. On to your supporting documents- I know what the cancellation requirements are and I obviously know what transpired in the emails between you and my wife. Next is your attachment/supporting document. Nowhere on there is my name nor my signature. I have no copy of anything I signed, and while I was signing up along with my wife I was never briefed about anything. Which, to me, is a huge shortfall in customer service, especially with so many stipulations floating around in your documents. Which, by the way, where is the rest of it? As I said, I don’t have anything.
How would it be out of policy to count visits logged on the guest register if there is no other way to prove someone checked in? Please enlighten me. Looking into the email logs I have between you and my wife, the cancellation was dated to 26 Aug, which in turn was dated to the end of the month (per what you said in the email). As to my understanding this still puts us in our window for the guarantee. To answer your question that you personally emailed me- no, we did not intend to join to just cancel. We tried it out and it ended up that we just didn’t need the membership any more. Now some extra information in regards to the number of times we checked in. I personally never signed into anything (paper log), I gave the front desk my name and they let me in prior to having my card and then I used my card when I had it. As I said before, I had problems getting in with it. I don’t know what kind of discrepancy that creates nor did I care at the time. I can tell you that I went to the gym plenty of times, usually to do two-a-days. As in, I worked out on base in the morning and then again at the Wasilla location in the afternoon/evening. Asking me for a window of time I did this is going to lead to a convoluted response- I work out 5-6 days a week. If you need written and signed documentation from my friends/co-workers to the validity of that statement I can provide that and it is the best I can do. I cannot speak to the exact dates my wife went, other than it was very early in the morning before she went to work. I do know she did this for a few weeks within the first to second month of our membership.
As for you canceling the membership without the required check-ins and how you can’t approve it, I can copy paste some of the other arguments on Revdex.com where you did approve it. My last comment is about your membership agreement. If a person, or people, want to cancel because they found they didn’t have enough time to go to the gym then they should be able to cancel. A person shouldn’t be told they have to check-in so many times just so they can cancel. I’ve never seen that at any other gym I’ve been a member with.
Sincerely,[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
Dear [redacted],
First, I would like to apologize for the delayed response to your complaint. I do see in our records your son called our Member Accounting office on 11/4/16 to inquire about cancelling his membership. Our representative noticed he purchased a month to month...
membership that comes with a 60 day notice in writing to start the cancellation process and sent him an email to reply to with his request to start the cancellation.
As a reference, I attached both pages of his membership agreement that includes our Cancellation Policy, found under Article VII. Termination of Membership, Section 1.
I do apologize for any misunderstanding that may have occurred when your son purchased this membership.
In an effort to come to a reasonable resolution to your concerns, we will cancel your son’s membership effective immediately and clear the outstanding balance on his account.
Sincerely,
Genevieve A[redacted]
Member Accounting Manager
Hi [redacted],Thank you for your patience while I looked into your complaint. I attached copies of your original forms as a reference to the agreement between you and The Alaska Club.I see that when you purchased your membership, your employer at the time also had a Corporate account with The...
Alaska Club and authorized your monthly membership dues to be billed to their account. At any point in time, if an employee/former employee is removed from a Corporate account, the financial responsibility is placed back in the member's hands. It looks like we started billing you directly for the membership as of January 2017.Your agreement also comes with a 30-day notice in writing to start the cancellation process of your membership after fulfilling your minimum 12-month commitment. Unfortunately, it doesn't appear that we received a written notice from you to cancel your account, explaining why you have continued to be charged for the membership after being removed from the Corporate account Dec. 2016.However, in an effort to help resolve this, I have approved to cancel and clear the outstanding balance on your account. If you receive any correspondence from The Alaska Club after today, please disregard. Thank youGenevieve A[redacted]Member Accounting Manager
Dear [redacted],Thank you for your concerns and for your patience while we look into this further. Our records indicate that we placed your membership on medical leave of absence indefinitely, based on the medical letter we received on 8/5/14.The 12-month addendum also states...
the following: "The doctors certification must specify the reason and length of time for any exercise restriction. Conditions that are of indefinite or undetermined duration or that are for a period of time less than the remainder of the initial term will qualify for a medical leave of absence and not cancellation. The membership shall be responsible for all dues and fees incurred prior to receipt of the written doctor's order."Based on your medical note dated 5/22/14, it reads: "Please allow for non charged gym membership or allow for cancellation until pain is better controlled and patient can return to gym without further injury with physical therapy guidance." This does not provide any time restrictions of your condition, therefore; it qualified you for a medical leave of absence and not cancellation. Some of the other documentation you provided were dated prior to you purchasing this membership.However, to help resolve this matter, our management team is in agreement to cancel your membership effective 4/1/15, and a total refund of $54.26 will be processed back to your credit card. I have submitted a request to reverse the pending draft for August so the charge does not go through.Hoping for a speedy recovery and we wish you well in all your future fitness endeavors!Warm Regards,Genevieve A[redacted]Member Accounting Manager
Dear [redacted],
I'm very sorry to hear of your experience. I have forwarded your complaint to our General Manager that oversees the Eagle River location for further review.
Our members are essentially agreeing to providing our establishment with an advanced 30 or 60 day notice in writing to...
begin the cancellation process of their membership, but I'd be willing to allow a one-time exception to waive your notice, based on the events described above and your length of time as a member.
Unfortunately, the draft has already been scheduled to be processed through your bank account on 11/7/16 and irreversible. A full check refund for your November charge should be processed and mailed to you within the next 2 weeks.
Sincerely,
Genevieve A[redacted]
Member Accounting Manager
[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
Dear Mr. [redacted],
I've reviewed your concerns and have addressed them with my staff to insure that our member requests are being responded and processed in a timely manner. We strive to meet this expectation and unfortunately, we did fall short with the service that was provided to you.
I...
would like to apologize on behalf of our Accounting department for the time and effort you spent looking in to this.
I do show that a refund has since been processed back to your card, but if your records do not reflect this refund within the next 1-2 business days, please feel free to contact me directly.
Kind Regards,
Genevieve A[redacted]
Member Accounting Manager
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]